CUSTOMER STORY – 24/7 INFRASTRUCTURE MONITORING
Ensuring 99.9% Uptime for an E-Invoicing Platform
Continuous monitoring and advanced incident response for a SaaS system operating at an international scale
IPSIP Vietnam implemented a 24/7 infrastructure monitoring model encompassing alert management and incident response coordination, helping the invoicing platform maintain stable, secure, and uninterrupted operations across eight SaaS platforms and more than 80 Linux and Solaris servers.
99.9% uptime
24/7 monitoring
8 SaaS platforms
80+ servers
CUSTOMER CONTEXT
A global platform where downtime is not an option
The customer is a global leader in publishing management and maintenance software, serving major enterprises and international organizations. With its e-invoicing platform operating continuously, every alert and incident must be detected, coordinated, and resolved through a standardized operating model.
CUSTOMER PROFILE
An invoicing platform serving customers worldwide
The SaaS system runs on Linux and Solaris infrastructure, managed by an international project team and distributed across multiple data centers.
Project scope
International operations management, cybersecurity assurance, and the maintenance of operational processes for the customer’s proprietary technology environment.
08
SaaS platforms requiring monitoring and operations
02
Global data centers
80+
Servers requiring monitoring and operations
35
International project team members
CURRENT SITUATION
Key challenges
01 · AVAILABILITY
24/7 availability
The existing architecture needed to support the SaaS platform’s growth and increasing processing demands.
02 · INFRASTRUCTURE
Large, multi-platform Infrastructure
Operating eight SaaS platforms and more than 80 servers across Linux and Solaris environments.
03 · GOVERNANCE
International governance
Coordinating security and operational processes across a 35-member team distributed among multiple countries.
OBJECTIVES
Operational objectives
Maintain operational readiness (MCO)
Ensure continuous operating conditions across the entire e-invoicing system.
Fortinet security
Manage FortiGate and FortiAnalyzer while consistently enforcing cybersecurity policies.
Standardized processes
Establish a three-tier IT Helpdesk capable of responding immediately to technical incidents.
The core challenge: Maintaining the availability of the invoicing platform across a large, multi-technology infrastructure operated by multiple stakeholders in different countries.
Key technologies and expertise
IPSIP Vietnam combines infrastructure, database, network, and cybersecurity expertise within a unified operating model to keep the invoicing platform running continuously at an international scale.
01 · APPLICATION
Applications and data
Digitalization and e-invoicing
HANA & Oracle Database
02 · INFRASTRUCTURE
Infrastructure and security
System security
Network infrastructure
Fortinet systems
03 · OPERATIONS
Operations and governance
L1–L3 Helpdesk
ITIL processes
MCO and SLA management
Ticketing tools
IPSIP Vietnam’s solution: 9 dedicated specialists
The team is structured across three technical support levels, ensuring that every alert and incident is received, analyzed, escalated, and resolved by the appropriate specialists.
09
Dedicated Specialists
24/7/365
Continuous monitoring
03
Technical support levels
LEVEL 1
6 members · 24/7/365
NOC analyst team
Qualifications and certifications
-
University degree in IT, Economics, or Finance.
-
Average experience: 1.5 years.
-
Certifications: CCNA, MCSA, Linux.
Responsibilities
-
Continuously monitor eight platforms.
-
Perform basic technical procedures.
-
Follow ticket-management processes.
-
Detect incidents and anomalies.
-
Manage tickets and ensure compliance with resolution SLAs.
-
Analyze and resolve Level 1 issues.
-
Track tickets and incidents through to resolution.
Skills
-
Ticketing tool and SLA management.
-
Foundational systems and networking knowledge.
-
Analytical and solution-oriented thinking.
-
Proficiency in French and English.
LEVEL 2
2 members · On-call
OPS operations engineers
Qualifications and certifications
-
University degree in Information Technology.
-
Average experience: 3 years.
-
Certifications: AWS, CCNA, Fortinet NSE 4, NSE 5.
-
Proficiency in French and English.
Responsibilities
-
Giải quyết leo thang từ cấp độ 1.
-
Khắc phục lỗi hệ thống và mạng sâu.
-
Xây dựng quy trình và đào tạo nhân sự cấp 1.
-
Leo thang các trường hợp phức tạp lên cấp 3.
Skills
-
Advanced systems and networking knowledge.
-
Process and documentation development and staff training.
-
Ticketing tool and SLA management.
-
Analytical and solution-oriented thinking.
LEVEL 3
1 specialist · Business Hours
Senior network administrator
Qualifications and certifications
-
University degree in Information Technology.
-
Average experience: 3 years.
-
Certifications: AWS, CCNA, Fortinet NSE 4, NSE 5.
-
Proficiency in French and English.
Responsibilities
-
Resolve escalations from Level 1.
-
Troubleshoot advanced systems and network issues.
-
Develop procedures and train Level 1 personnel.
-
Escalate complex cases to Level 3.
Skills
-
Advanced systems and networking knowledge.
-
Process and documentation development and staff training.
-
Ticketing tool and SLA management.
-
Analytical and solution-oriented thinking.
Results Achieved
The monitoring and operations model implemented by IPSIP Vietnam helped the invoicing platform maintain 99.9% uptime while improving control over infrastructure, data, and cybersecurity across its international environment.
Stable infrastructure operations
The international network infrastructure, servers, and telecommunications systems are continuously monitored, helping maintain stable operations across the entire organization.
Remote data management
IPSIP provides remote administration for HANA and Oracle databases across a large-scale environment of more than 80 servers, simplifying management and technical issue resolution.
Comprehensive security
Fortinet devices are centrally managed, while security policies tailored to the customer’s infrastructure are enforced consistently and rigorously.
Standardized operational processes
Operational readiness - MCO - is maintained continuously and supported by a professional, three-tier Helpdesk process that efficiently receives, escalates, and resolves incidents from Level 1 through Level 3.
OVERALL
The results extend beyond maintaining uptime: they demonstrate an operating model that enables consistent control, measurement, and coordination across the entire international infrastructure.
Why do businesses choose IPSIP Vietnam's service?
Highly skilled technology experts
IPSIP Vietnam brings together specialists with hands-on experience in systems, networks, databases, and cybersecurity, meeting the operational requirements of large-scale SaaS platforms.
Continuous technology improvement
IPSIP Vietnam continuously updates its monitoring technologies and integrates suitable security tools from ecosystems such as SentinelOne, CrowdStrike, Fortinet, and Sekoia to strengthen incident detection and response capabilities.
24/7 customer support
The technical team is available 24 hours a day, seven days a week to receive alerts, support incident resolution, and coordinate with customers.
Alignment with international security standards
Operational and security-control processes are developed in alignment with international security standards, helping businesses strengthen oversight and maintain consistency across their operations.
Strong and trusted cybersecurity protection
IPSIP combines the expertise of its security team with a solution ecosystem from SentinelOne, CrowdStrike, Fortinet, and Sekoia. Based on the required scope, suitable solutions are selected to support security monitoring and the detection and management of threats to business systems.
This approach strengthens data protection, supports stable operations, and improves response capabilities when security risks emerge.
TELL US ABOUT YOUR PROJECT
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Review your request within 1–2 business hours.
Provide a detailed proposal based on your project’s specific scope and requirements.
Arrange an in-depth call to discuss your project and finalize the most suitable approach.
Sign the service agreement and officially launch the project with you.
Don’t have specific requirements yet but want to learn more about our capabilities? Visit About IPSIP Vietnam to discover more about our team’s expertise.
